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1 – 10 of over 31000Qiongwei Ye and Baojun Ma
Internet + and Electronic Business in China is a comprehensive resource that provides insight and analysis into E-commerce in China and how it has revolutionized and continues to…
Abstract
Internet + and Electronic Business in China is a comprehensive resource that provides insight and analysis into E-commerce in China and how it has revolutionized and continues to revolutionize business and society. Split into four distinct sections, the book first lays out the theoretical foundations and fundamental concepts of E-Business before moving on to look at internet+ innovation models and their applications in different industries such as agriculture, finance and commerce. The book then provides a comprehensive analysis of E-business platforms and their applications in China before finishing with four comprehensive case studies of major E-business projects, providing readers with successful examples of implementing E-Business entrepreneurship projects.
Internet + and Electronic Business in China is a comprehensive resource that provides insights and analysis into how E-commerce has revolutionized and continues to revolutionize business and society in China.
Explores why some retail banks more than others are vigorous in their promotion of and have been successful in changing their distribution channel structure by introducing new…
Abstract
Explores why some retail banks more than others are vigorous in their promotion of and have been successful in changing their distribution channel structure by introducing new electronic channels, such as PC banking and Internet banking. A tentative model is proposed relating a number of variables to the banks’ promotion and successful introduction of the electronic channels. Responses from 60 key managers in the largest retail banks in Denmark indicate that bank size, expected advantages for the customers, attention to the future, senior management support, and willingness to cannibalize existing channels may be important factors in explaining the successful introduction of the electronic channels. Further, the results indicate that different attitudes and perceptions are related to different means of attracting customers to the electronic channels. Finally, discusses the implications for the banks and other firms of adopting the Internet as a distribution channel.
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Henry Inegbedion, Emmanuel Edo Inegbedion, Samuel Jesuorobo Osifo, Sunday C. Eze, Adebanji Ayeni and Olamide Akintimehin
Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its…
Abstract
Purpose
Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria.
Design/methodology/approach
The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels.
Findings
Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed.
Research limitations/implications
The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking.
Practical implications
The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking.
Social implications
Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery.
Originality/value
The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.
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Electronic or online banking is the newest delivery channel to be offered by the retail banks in many developed countries and there is wide agreement that this channel will have a…
Abstract
Electronic or online banking is the newest delivery channel to be offered by the retail banks in many developed countries and there is wide agreement that this channel will have a significant impact on the market. Aims to quantify the current provision of electronic services by major retail banking organisations in the UK and the Republic of Ireland. Additional insight into the banks‘ adoption of this new channel is gained by exploring two areas important in the analysis of new offerings, that is: an organisation‘s approach to innovation; and their view of the current and future markets. By use of a mailed questionnaire, it was found that 25 per cent of the banks in the UK and the Republic of Ireland which responded to this survey are already offering online transactional services to consumers in their homes. The largest group of respondents (50 per cent) are those that are currently testing or developing such services, while just 25 per cent of the respondents were in organisations not providing or developing such services. It is also found that the organisation‘s vision of the future, their prediction of customer acceptance, which tends to be very low, and their organisational culture of innovation are the most important of the suggested factors in their adoption of electronic delivery.
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Yurong Yao and Peng Xu
This study focuses on understanding how channel features can affect people's intention to continue to use an electronic channel in public affairs and their recommendation…
Abstract
Purpose
This study focuses on understanding how channel features can affect people's intention to continue to use an electronic channel in public affairs and their recommendation behaviors. Specifically, three different channels are focused on: email, microblogs and online meetings.
Design/methodology/approach
A research model on an e-participation channel based on the channel-disposition framework was developed and an online survey was conducted to collect data from 397 individuals who used three e-participation channels to validate seven hypotheses.
Findings
The study found that information quality, channel interaction quality and the social appearance of other citizens all had a significant impact on users' intention to continue to use an electronic channel, which, in turn, affected their recommendation behaviors. However, the impact differed across the three e-participation channels. Information quality had a stronger impact on microblog and online meeting users' intention to continue to use these channels than on email users' intention to continue using email to participate in public affairs. Channel interaction quality had a stronger impact on email users' intention to continue to use email than on microblog and online meeting users' intention to continue to use these channels in public affairs.
Originality/value
This study helps better explain how various channels and their features can affect participants' use intentions and behaviors in e-participation. It also provides practical guidance for government to better manage e-participation channels and effectively engage citizens in public affairs.
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Raija Järvinen, Uolevi Lehtinen and Ismo Vuorinen
Service‐marketing literature has traditionally built upon the combination of low technology and high interaction between service providers and customers in service delivery…
Abstract
Service‐marketing literature has traditionally built upon the combination of low technology and high interaction between service providers and customers in service delivery. However, many service organisations have started to utilise high‐tech in their operations. More specifically, they are considering how to make their services available to a wide range of customers with the aid of technology. So far, only few empirically oriented studies on this trend can be found in service literature. In this article the topic is approached on the basis of both services marketing literature and an in‐depth analysis of two case studies. The empirical evidence was gathered from two Finnish financial organisations, an insurance company and a bank, both having utilised technology in their service production and delivery. The consequences of these choices are evaluated and compared with each other. We conclude with a framework for strategic decision making, which ties together the dimensions of service type, technology and encounter. On the basis of our empirical cases, we suggest that there are numerous strategic options between the ends of each continuum of the framework, and in addition to advanced technology, service providers need to pay explicit attention to social aspects. The lesson we learned calls for more customer orientation when planning high‐tech solutions in service operations, and taking a new attitude to segmentation.
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The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch…
Abstract
Purpose
The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch and electronic banking channels through which the customers interact with the bank.
Design/methodology/approach
The study involved a customer survey of 229 respondents, which used a convenience sampling approach through intercepts and interviews held at bank branches. A structured questionnaire was used, and data were analyzed using structural equation modeling.
Findings
While examining factors such as perceived ease of use, branch service quality evaluation, satisfaction, and loyalty, it is observed, using structural equation modeling, that perceived ease of use and branch service quality are antecedents to satisfaction and satisfaction positively affects the loyalty.
Originality/value
Although it is realized that digital banking will positively influence loyalty, the role of branch service quality cannot be ignored. The role played by the ease of use is higher than branch service quality evaluations.
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Basak Denizci Guillet and Rob Law
This paper aims to examine hotel star ratings on selected third‐party distribution websites, taking Hong Kong hotels as the sample.
Abstract
Purpose
This paper aims to examine hotel star ratings on selected third‐party distribution websites, taking Hong Kong hotels as the sample.
Design/methodology/approach
Star rating information from 11 online distribution websites was retrieved and analyzed for all hotels in Hong Kong.
Findings
About 60 percent of the hotels were found on at least six of the selected distribution channels, and only 24 percent of the hotels have consistent star rating across different distribution channels. Results of data analysis indicated that consistent star rating becomes more difficult to maintain as the number of distribution channels used increases.
Research limitations/implications
Findings of the study are limited to the selected hotels and electronic distribution channels. Still, the online distribution channels represent some of the most widely used electronic distribution channels.
Practical implications
Findings of this research will be of use to hotel managers and guests for better understanding the standard, in terms of star ratings, of hotels.
Originality/value
Despite the importance of hotel star ratings on consumers and the hotel industry, prior studies in the existing hospitality literature rarely examined the difference of hotel stars. This novel study should, thus, make a meaningful contribution to knowledge development.
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The purpose of the study is to increase the understanding of the diverse retail channel preferences of online bank customers by examining their channel attribute preferences in…
Abstract
Purpose
The purpose of the study is to increase the understanding of the diverse retail channel preferences of online bank customers by examining their channel attribute preferences in electronic bill paying. Two different groups of online customers were examined: those who pay their bills over the internet and those who, in addition, have experience of using a mobile phone for this service.
Design/methodology/approach
A large internet survey was implemented and conjoint analysis was used in order to identify the utilities of the attribute levels and relative importance of the different attributes. Moreover, cluster analysis was used to group the individuals into homogenous attribute preference segments.
Findings
The empirical findings indicate that internet users and mobile users differ in their channel attribute preferences. The results suggest coherent customer preference segments in both groups. In addition, the study identifies a group of potential mobile banking users among those who have never used a mobile phone for banking actions.
Research limitations/implications
An internet survey design exposes the study to some limitations. All the respondents were online users of one bank, which implies problems with generalising the results to the whole population. Moreover, the questionnaire was open only for a limited time period, exposing the study to a potential bias.
Originality/value
The study provides new insights for decision makers in the electronic retail sector and especially in banking. The results contribute information for banks' marketing actions and provide indications to device producers of the need for a more diversified supply of devices for diverse consumer groups.
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Advances in interactive communication will dramatically alter the structure of distribution. Will end users' direct access to on‐line product and purchasing data eliminate the…
Abstract
Advances in interactive communication will dramatically alter the structure of distribution. Will end users' direct access to on‐line product and purchasing data eliminate the need for many specialty resellers? Will large distributors become more like public warehouses? What is the long‐term potential of “electronic commerce”?